User Guide

The documentation below will help you get started with the Chargeback App.

GETTING STARTED

Understanding the Basics

Get acquainted with Chargeback App and make sure you’re set up for success for automating your dispute management and eliminating hours of unnecessary work.

Meet the Chargeback App

Your goal is to maximize revenue — we created the Chargeback App to help you do this. Our dispute management platform picks up the ball where fraud scoring and manual reviews stop, enabling you to efficiently minimize lost revenue and increase profit.

Identifying and gathering the data required to respond to a single dispute often requires logging into three separate systems: your storefront, payment gateway and merchant account processor.

By consolidating the data from each, the Chargeback App helps you quickly take action like canceling an order and issuing a refund, or crafting a detailed dispute response document that adheres to the operating rules and regulations at Visa, MasterCard, American Express and Discover.

Save time by importing your customer and transaction data into a single platform

Respond confidently to disputes using our guided experience

Stay updated on all incoming, sent, and pending disputes

The Chargeback App provides expert guidance and support at every stage of the dispute lifecycle to ensure you protect your revenue.

How the Chargeback App Works

The Chargeback App aggregates relevant information from your store, payment gateway and merchant account. Don’t worry, the App does not affect the appearance or operations of your store — it simply pulls your customer and transaction data together using an API. Your privacy and security are important to us, your data will never be changed, modified, or shared.

Navigating the App

There are several menu-items in the upper-left area of the app (in a white sub-menu) that will navigate to different sections of the app (Overview, Orders, Transactions, Disputes, & Alerts). Learn about the details of each of the sections below.

Overview

The Overview section details the 30,000-foot view of your Disputes, Orders, Transactions, Disputes, Alerts and Reports. Initially, this page will prompt you to connect your ecommerce platform and payment gateway technology to gain access to your data. Once data connections are established, this page will show a summary of incoming dispute volume and other metrics.

Orders

The Orders section provides incoming information from your ecommerce platform (aka storefront/shopping cart), which includes things like the amount of an order and the customer’s name. You’ll be able to view all of the details of each customer order. And if you have an order that confirms a dispute is invalid, you can ‘Respond Now’ on the App.

NOTE: Order information is imported from a connection to your storefront, such as WooCommerce or Prestashop. If you haven’t connected a platform that houses your order information, you won’t see any data on this page. Sample data fields the Orders page include: Data Source, Order ID, Order Amount, Order Timestamp, Customer First Name, Customer Last Name, Shipping City, Shipping State.

Transactions

The Transactions section contains information from your payment gateway, such as the transaction ID and the credit card number used for the transaction.

NOTE: Transaction information is imported from a connection to your payment gateway, such as Authorize.net, CyberSource, Stripe or Braintree. If you haven’t connected a payment gateway, you won’t see any data on this page.

The App is programmed to automatically link orders and transactions together, and also to associate these records with any matching disputes.

Disputes

The Disputes section contains disputes that your business has received and the corresponding details for each case. To see disputes, you’ll have to have a processor, gateway, and/or sales platform connected — otherwise, dispute cases can be entered manually.

NOTE: Disputes can be imported from a connection to Stripe or Braintree, but some connections, such as Authorize.net will not automatically identify your disputes. In this case, you’ll first need to locate the order or transaction in the Chargeback App and proceed to ‘Respond Now’ from the Orders/Transaction page.

Alerts

The Alerts section contains all of the information associated with transactions that haven’t become chargebacks, yet.

When Alerts are active, this section will show potential disputes and allow you to take actions like refunding the order.

For Alerts to appear on this page, you’ll need to have completed the alerts enrollment process in the app, where you’ll need to enter your company’s billing descriptors, merchant category code, etc.

The Chargeback App will notify you of every new dispute, enabling you to respond immediately. Based on the reason for the dispute and some specifics about your business, we’ll determine the best template to use and attempt to populate it automatically with the data we have received from your connections. You’ll upload compelling evidence through a guided experience and generate a downloadable response document (PDF or DOCx).

Certain issuers offer notifications of customer disputes through the Chargeback App, allowing you to take evasive actions like issuing a refund, rerouting shipment, and preventing fulfillment to stop the dispute before it reaches the card network.

Reports

The Reports section allows you to generate .CSV files and analyze your entire history of disputes. Among other benefits, this allows you to know how often you have received a dispute, what type of chargebacks were initiated, and which cardholders are the most frequent in filing a dispute. Here are the steps to generate a new report:

Click on ‘Generate New Report.’

Filter what attributes you are interested to analyze. For example, you can filter your report to show ‘All Merchants’ that sent their documents (e.g., ‘document_sent’) and whether the dispute initiated a ‘chargeback.’

Set the time duration in your report. Whether you want to do a analysis for a three-month or one-year duration, we have you covered.

Click on ‘Generate New Report.’

ACCOUNT SET-UP

Complete the setup of your account by connecting data sources, and keep your details current by editing your account settings.

Connect Data Sources

You must connect your ecommerce platform and payment service provider(s) to your Chargeback account, as well as other relevant data sources, to enjoy the full scope of benefits and services provided by Chargeback. If you experience any issues in connecting to our current list integrations, please initiate an online chat or contact support@chargeback.com.

Orders

Your ecommerce platform, storefront, shopping cart, CRM, website or whatever you call the system used to place orders and accept payments is an important data source for dispute management. Connecting your sales and order data brings highly relevant (and useful) information into the Chargeback App. Currently, we support full integrations to Magento, PrestaShop, Shopify, WooCommerce, and Recurly.

Transactions

Connecting your payment gateway(s) brings the transactional data necessary to complete the 360-degree view of the customer and the dispute. Currently, the Chargeback App is fully integrated into PayPal, NMI, CyberSource, Authorize.Net, Braintree, and Stripe.

Disputes

Connecting your merchant account payment processor allows the Chargeback App to retrieve new disputes as well as the reason code, reference and case numbers associated to them.

Other Data Sources

Connecting sales platforms, gateways and processors that aren’t currently on our list of integrations is possible. To request a connection not listed on the Integrations page click the Request an Integration link below the listed integrations. If you have a question about connecting a data source that is not listed, please contact support@chargeback.com.

Edit Account Settings

You can edit your account settings at any time by selecting ‘Settings’ in the main navigation within the Chargeback App.

My Account

Under Settings > My Account, you can update your Profile (First and Last Name), Email, Password, and Phone Number. To update any of these fields, select ‘Update’ in the lower right corner of the Profile box, make changes, then select ‘Save’.

Billing

Under Settings > Billing, you can input and update Company Information, Billing, and Payment Methods. Company Information includes your Company Name and Address, as well as the appropriate Contact Name and Phone Number. Billing contains all invoices associated with your Chargeback account. Finally, Payment Methods is where you input payment card information for your subscription plan.

Notifications

Under Settings > Notifications, you can update all of the notification preferences associated with your Chargeback account.

Reporting Emails

You can adjust the frequency in which you receive email digests of recent Alert and Response activity. You can choose to receive updates either daily, weekly, or monthly for the following activities: Mid Auto-Generated, Data Source Deactivated, Dispute Imported, New Alert Received, Data Source Accepted, Data Source Requested, Login Invalid, Email Failed To Send, Payment Method Expired, and MID/Merchant Mismatch.

Account Activity

You can adjust how and where you’re notified of account-related activity. You can choose to be notified in-app or via instant email for the following activities: Mid Auto-Generated, Data Source Deactivated, Dispute Imported, New Alert Received, Data Source Accepted, Data Source Requested, Login Invalid, Email Failed To Send, Payment Method Expired, and MID/Merchant Mismatch.

Configure Evidence

Under Settings > Configure Evidence, you can add new and reuse evidence for every dispute response.

Click New to add new evidence. You can submit new evidence via ‘Image & Text’ or ‘Text Only.’

Use templates if you prefer to only provide the related URL and text for the dispute response.

Remember, add all the evidence that is demanded by the reason code and what you believe will make your case.

Add a MID

The steps to add an MID will vary, depending on your payment processor and gateway. Please contact support@chargeback.com in order to know the exact steps.

How to Update Invalid Passwords

Login to Chargeback, and go the ‘+Integrations’ page.

Scroll down to the connection that has an invalid password. You’ll notice it has a red error on the connection card.

Click on ‘View,’ and you’ll be directed to the Web Portal.

Type in the password that you currently login to your data source.

Make sure to add the associated MIDs and tie all security questions to this connection.

Click on ‘Connect,’ and you’re done!

Cancellation

Under Settings > Billing, you can cancel your services with Chargeback in the “Plan” section.

Basic subscribers can cancel by clicking on ‘Cancel Subscription.’

Enterprise subscribers will need to follow the procedures listed in our Non-Disclosure Agreement (NDA). You can find these procedures in page 2, paragraph 8. You can contact our team when you have made the necessary preparations.

ENROLL IN ALERTS

In order to enroll in Alerts, we’ll need some details regarding your merchant account. You can enter this information directly into the App by using the Alerts Enrollment section. The individual steps of the enrollment are explained below.

Step 1: Select Merchant Descriptors & MCC

If you haven’t added in any merchant descriptors to your account, you will need to add the descriptors that you want to receive Alerts. Use the table provided on the initial page. Your processor typically assigns your descriptors, and they’re found on customer billing statements. More about descriptors.

In addition to the descriptor, we also use the Merchant Category Code (MCC) associated with your merchant account. Your Merchant Category Code is assigned by your payment processor and is determined by the type of business you are operating. This field is not required to enroll in Alerts. Learn more.

Step 2: Interest in Automated Actions

Select any automated actions that you would be interested in receiving in the future. These are planned improvements to the Alerts feature and your input will help prioritize their development.

Step 3: Add a Payment Method

Step 4: Additional Providers

If you have any currently existing providers of early-warning dispute notifications, add them here.

Save & Enroll – you’re almost ready to go with Alerts. Your request will be sent to your account manager for review and activation. They will reach out to you to discuss terms and pricing before activating Alerts.

RESPONSES

You can respond to disputes in three ways using the Chargeback App.

By selecting a dispute that is already imported from your connected merchant account / processor

By selecting ‘Respond Now’ on a transaction or order from your connected accounts and then manually entering the dispute details from your merchant account / processor

Step 1. Select a Dispute

If you’ve connected a merchant account / processor, you can navigate to the Disputes tab to find any known disputes. From here, you’ll select the one you wish to respond to and then be guided through adding any necessary evidence to win the case.

If you don’t have any disputes that have been imported, but you’ve connected a data source such as WooCommerce, or Authorize.net — you’ll need to find and select the order or transaction that’s being disputed from the appropriate list view. To find the disputed order or transaction, use unique identifiers, such as the ID #, last 4 digits of the card used, and the date.

Respond Now Buttons

Select the dispute you wish to generate a response using the Disputes tab, or the Orders/Transactions tab. Select ‘Respond Now,’ input the missing data, and/or gather any required and optional compelling evidence.

Add a Dispute from Scratch

Follow the instructions below to generate a chargeback response from scratch.

From the Disputes tab, select ‘Create New’ in the upper left corner and add dispute information. Select ‘Continue’ to save dispute information, then select ‘Respond Now’ to begin generating a response.

Add relevant order information. You can enter the order data manually, or connect ecommerce platform data source(s) to gather this information automatically.

Step 2. Add Compelling Evidence

A response typically consists of several sections: Everything that details the case and its contents (Order, Transaction, and Customer data), and Compelling Evidence. The first three areas are populated in the first step of creating a dispute response (and are often automatically imported from data connections). The Compelling Evidence section may be automatically populated, or it may require you to manually upload or submit evidence.

What is Compelling Evidence?

Compelling Evidence is specific proof that is used to overturn and win against a dispute. The type of compelling evidence will vary, depending on the reason code associated to the dispute.

This section in the chargeback response is critical for making the strongest case to the issuing bank. Oftentimes, this evidence helps establish that the customer, or an authorized user, participated in the transaction and/or received the purchased merchandise.

Step 3. Finalize and Preview

After adding the relevant compelling evidence, select ‘Finalize & Preview’ in the lower right corner. You will be shown a preview of the response document, which you review and can choose to ‘Edit Response’, ‘Save & Exit’, or ‘Finish.’

Step 4. Download the Completed Response

Select ‘Finish’ and you can download the completed chargeback response document. You may download the document as either a PDF or a Word Doc. Some merchant account / processor integrations will allow you to automatically send the response by using the Chargeback App.

Step 5. Send the Completed Response

Send the completed response and any other required documentation based on the instructions given on the chargeback notification you received. This may be as simple as uploading the document to your merchant account / processor’s web portal, but it may also require you to send the documents via email or fax.

Here are some examples of some common submission methods:

Upload to a web portal — Many processors provide an online system where you can upload the document.

THIRD PARTY INTEGRATIONS

This section will explain how to integrate ecommerce platforms, payment technologies, merchant accounts, and payment processors to the Chargeback App.

Ecommerce Platforms

Here is how you can integrate the following ecommerce platforms: LimeLight, Magneto, PrestaShop, Recurly, Shopify and WooCommerce. If you wish to integrate an ecommerce platform that is not listed here, contact us at support@chargeback.com.

PrestaShop

We have a free module in the PrestaShop marketplace that makes linking your store incredibly simple. Install the module in your store and follow instructions below to connect the module to your Chargeback App account.

Recurly

Under the “Developers” tab in Recurly, access “API Credentials” then you will “Add Private API Key” for Chargeback

To create an API key for Chargeback, you will type “Chargeback” into the “Key Name” section

Then choose “Other” under the “Application Using This Key” and type “Chargeback” for “Application Name”

When those section are done, click “Save Changes”

Recurly will then give you a Chargeback API key

Enter the credentials you have created in the Chargeback web application

Install From Your WordPress Admin

From the Main Nav, go to Plugins. In the search field type “Chargeback” and click Search Plugins. Once you’ve found the official Chargeback plugin click “Install Now.”

Manual Installation

The manual installation method involves downloading the Chargeback plugin and uploading it to your webserver via an FTP application. The WordPress codex contains instructions on how to do this here.

Connect Your Chargeback Account

After you’ve installed the plugin, visit the Chargeback plugin’s settings on the Plugin page or use the Main WP Admin Nav to browse to Settings >> Chargeback >> Settings

Connect your Chargeback account or create a new one. If you already have a Chargeback account, follow the link to LOGIN OR CREATE YOUR CHARGEBACK ACCOUNT and input your username and password. If you do not have a Chargeback account, follow the link to LOGIN OR CREATE YOUR CHARGEBACK ACCOUNT and simply fill out the short form.

After you login or create a new account, you will be redirected back to your WordPress Admin while your WooCommerce store and your Chargeback account sync.

After your WooCommerce store and your Chargeback account sync, you will be redirected to your Chargeback account to connect more Data Sources. If you’re not automatically redirected, follow the link to go to your Chargeback account.

Connect your store’s other Data Sources to Chargeback. **NOTE: You must connect your store’s Payment Service Provider(s) for Chargeback to work (e.g. Stripe, Braintree, PayPal, etc.).

Payment Gateways

This section will explain how to integrate payment gateways to the Chargeback App.

Authorize.Net

We recommend that you use the OAUTH in order to integrate your Auth.Net account.

NOTE: Make sure you are properly logged in to your Auth.Net account during this integration:

Account Permissions – the account you are connecting should have full permissions. In Auth.net under Account, on the left click User Account. Make sure everything has a red X.

Fraud Settings For IP – Please check to see if you have IP Whitelisting set up. click Tools, on the left click Fraud Detection Suite. If you have this enabled please add our IPs: 52.88.56.240, 68.66.161.66.

Click on ‘Connect Authorize.Net’, and you’re done!

Braintree

Login to your Production Braintree Account before you follow these steps:

Under the “Account” tab in Braintree, access “My User” and click “View Authorizations”

Click “Generate New API Key” and then click “View” Private Key

Copy the Public Key, Private Key and Merchant ID from the Client Library Key

Paste that information into the Braintree connection card of the Chargeback App

Click ‘Connect,’ and you’re done!

CyberSource

To integrate CyberSource, you will need a CyberSource account with the ‘Report Download’ role. If the account is missing this role, the integration will fail with a 403 error.

Finally for User Role, choose from the drop down options “Report Download.”

Once all the fields are entered click the “Add User” button.

You will be sent a confirmation email with a link and a token that expires in 24 hours.

Follow the link in the confirmation email. There, you will enter the same email you used to add a user and the token that was given in the confirmation email. Then click “Submit.”

Set a password for the new user. You will need to enter this same password into the Chargeback App.

Input the new user’s info (or any user with at least “Report Download” permissions) onto the Chargeback web application.

For the Merchant IDs, enter each Merchant_ID associated with this account. If there are multiple IDs, separate them with a comma. (e.g. merchant_acct,merchant_acct2,merchant_acct3)

Click “Connect,” and you’re done!

NMI

Fill out the form provided by Chargeback:

Create a nickname for this connection

Enter the URL you login to your NMI account

Enter your username or email address that you login to your NMI account

Enter your NMI password

Select ‘Yes’ or ‘No’ whether you have multiple MIDs associated with connection

If ‘No’, enter your MID into the form

Select ‘Yes’ or ‘No’ whether you have a security question tied to this connection

If ‘Yes’, add your security question and answer to this form

Click ‘Connect,’ and you’re done!

PayPal

There are three methods to integrate your PayPal account to Chargeback. We recommend you choose the OAUTH method:

OAUTH Method

Click Connect, then sign in to PayPal to connect and authorize the Chargeback App.

Payments API OAUTH

This option will only work if you are a user of the PayPal Payments API.

Go to your PayPal dashboard

Under the “REST API apps,” Add/Create a ‘Chargeback app instance’

Click the “Live” button to view the live credentials

Paste the credentials from PayPal into the “Payments API OAuth” tab on this page.

Web Portal

Under the “Web Portal” tab,

Create a nickname for this connection

Enter the URL where you login to your PayPal account

Enter your username or email adress you login to your PayPal account

Enter your Paypal password

Select ‘Yes’ or ‘No’ to state whether you have multiple MIDs associated with this connection

If ‘No’, enter your MID

Enter any security questions and answers that are tied to this connection

Click “Connect,” and you’re done!

Stripe

Connect your Stripe account to the Chargeback App by simply signing into your Stripe account and authorizing the integration.

Stripe offers the most robust data of all the systems. This allows us to import transactions IDs and all corresponding transaction information, and we will also be able to immediately identify disputes and let you respond immediately.

Merchant Accounts and Payment Processors

Learn how to integrate merchant accounts and payment processors right here. Most of these integrations follow similar steps like the ecommerce platforms and payment gateways.